Service Portal stuck on Submit

[Vaughan Irwin1]

I've found a problem with Record producers in the Service Portal:

When clicking on Submit, it hangs on the Submitting (before the message appears at the top) and doesn't go any further.

Happens on any Record Producer

Works ok on Catalog Items

Works fine with Admin role account, any other account it doesn't work on

Has anyone come across this before?

[ashwinkumar_pat]

I got this error too today and your post really helped to zero in on the issue. Really appreciate you posting this on the community.

BTW the instance that I am working on is -

Build name: Jakarta

Build date: 11-22-2017_2104

Build tag: glide-jakarta-05-03-2017__patch6-11-14-2017

However I dont have the read ACL at all on this table.   But still getting the same error.

I will try to debug the scripted REST API ...submit_producer.

Would appreciate if you could share more details on your findings.

I am guessing this is where it is throwing that error -

if(!catalogUtil.isValidItem(recordProducerId, 'sc_cat_item_producer'))

throw new sn_ws_err.NotFoundError('Record Producer does not exists');

[Vaughan Irwin1]

Could be slightly different then to what I experienced.

It worked for me using the admin role, just not any other role - so that is why we went down the ACL path. Have you tested it with admin?

I noticed it was also only happening to Record Producers, not Catalog Items - have you tested both?

I'm on Jakarta also, but patch 5.

[ashwinkumar_pat]

Hi

I went thru the scripted REST API method that is called when a record producer is submitted from Service Portal.

The name of the scripted REST API is — "Submit a Record Producer"

The endpoint for that method is — /api/sn_sc/v1/servicecatalog/items/{sys_id}/submit_producer

This scripted REST API has these lines of code —

isValidItem() actually attempts a GlideRecordSecure(). If GlideRecordSecure object got created successfully, then it concludes that the current user who is submitting the record producer form, has at least read access to record producer

In my case, the record producer is in a different application scope than global i.e. HR Lifecycle Events scope.

To fix this, I added a read ACL on sc_cat_item_producer table in HR Lifecycle Events scope.

Your post actually helped me take the right direction. Thanks again!!!

Merry Christmas and Happy holidays J

[Sumanth16]

Hi Ashwin,

I am also getting same type of error in HR service portal scope.Can you provide me the ACL what you have created?